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Product Manager

Date:  Sep 14, 2021

Tunis, TN, 1053

Company:  Vistaprint

Do you live and breathe customer centricity? Does shaping the future of customer service technology platforms inspire you? Do you want to create products that help Vistaprint Customer Care deliver jaw dropping customer service to millions of customers? Vistaprint is currently seeking an energetic and aspiring Product professional to join and grow within our CARE Tech Products team.



We are looking for a Product Manager, Customer Care Platform who is an energetic design thinker, self-driven technologist and smart strategist passionate about building digital experiences to deliver superior customer experiences and achieve Vistaprint Customer Care business objectives. To fit in, you should be enthusiastic about delivering amazingly simple experiences that make life easier for our customers and Customer Care specialists. You will be able to apply your deep knowledge of consumer and technology trends to shape a roadmap, business requirements, and success metrics for Customer Care experiences that drive the customer journey. You’ll also need to be equally comfortable talking to developers in our Agile teams as you are communicating with our partners in our Customer Care centers across the globe, Technology Tribes, and Lines of Business.



What you’ll be responsible for:

  • Owning a set of multiple complex products or a portfolio of linked products. Working as a Product Owner with one or several Technology squads.
  • Being an ambassador for our Tribe with our Customer CARE center in Tunis (Tunisia) and the rest of our contact centers across the globe by amplifying the agents and leadership feedback and problems to solve, and ensuring stakeholders are informed and engaged on how the platform is evolving.
  • Acting as a product owner with an agile team of software and/or support engineers in Tunis (Tunisia) and additional locations in the near future.
  • Evolving the product roadmap based on the business and technology environment, competitive landscape, and industry trends. Sometimes influencing the environment around your product to drive product success including adjacent products or domains to provide better end to end solutions for users/ customers.
  • Maintaining strong relationships with a diverse group of leaders to ensure the product grows with the shared vision of where the company is going. Thinking strategically about how their portfolio fits into the product landscape and offerings for the greater good of the business.
  • Developing a longer-term vision for your products, providing key input to a broader roadmap for the Tribe.
  • Creating the right feedback loops so we can constantly monitor whether the work is delivering the expected value and continue iterating our software products and services based on data
  • Collecting and articulating compelling business rationale for making product investment decisions, including financial projections and risk identification
  • Evaluating product usability and responding to user feedback both by altering the backlog priorities and by verbal or written communication with the end users
  • Using quantitative data (i.e. website & business analytics, user surveys, etc.) to inform feature prioritization and design decisions
  • Identifying and measuring KPIs against outcomes, including usage and engagement metrics, organic search traffic and cost savings/avoidance as a result of these self-service support experiences
  • Communicating lessons learned, and supporting a culture of learning
  • Being ready to roll up your sleeves and serve the team wherever there is a need



A successful Product Manager will:

  • Seek to understand the customer’s perspective and challenges and evangelize the customer’s needs in all decision
  • Be a bar raiser. Our team wants to be challenged and is looking for a PM to partner with them figuring out how to achieve goals faster and better
  • Be an expert at eliciting the why behind customer requests and translating this into platform capabilities.
  • Be able to prioritize naturally as he/she manage requests from many different areas of the business
  • Quickly build a broad understanding of products' limitations and interactions across the Technology organization and Lines of Business
  • Researches market trends to propose and create new products or experiences with attractive Return on Investment (ROI).
  • Be Metrics and results oriented with a continuous improvement mindset
  • Understand and evangelize product, individual, and team success



The strongest candidate will have:

  • A Bachelor’s Degree in Computer Science, Engineering, Business or related field is preferred
  • An operational experience in or related to product, and specifically 3+ years of Product Management experience
  • Fluency in English required, including excellent verbal and written communication
  • A knowledge of internal and customer facing tools for customer support, direct experience with Salesforce or other CRMs and Customer Care applications and contact channels is preferred
  • Experience in reducing contact rates with self-service capabilities such as Chatbots
  • Comfort working with APIs and datasets. Understanding of technical infrastructure, architecture and vision, and where you do not understand, you are not afraid to ask questions and seek to understand
  • The ability to think in terms of outcomes, not solutions or requirements
  • The ability to impact and influence without authority
  • The ability to moderate communication style and format for the audience.
  • The ability to effectively deal with ambiguity



About Us:

As an e-commerce powerhouse, Vistaprint is a dynamic organization that maintains an exciting, results-oriented culture. Empowering and helping small businesses is our core focus, with an emphasis on crafting customer value (and delight) through accessible, groundbreaking technology. We grow by providing opportunities for exploration, collaboration, innovation, and growth – for both our customers and our team.

Within Vistaprint, the CARE Technology Tribe’s mission is to empower Vistaprint Customer CARE centers across the globe with a world-class platform enabling them to delight customers with more intuitive service interactions. Additionally, this platform should be able to amplify customer feedback to the business. As we look toward the future, we envision a world where service interactions are effortless and enjoyable for both customers and agents as if they were collaborating side by side.



Equal Opportunity Employer:

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.



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